This is my profileContact via CazVidMichelle
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Competencies
Demonstrated experience with Time management.
Demonstrated experience with English proficiency.
Demonstrated experience with Problem solving.
Demonstrated experience with Process oriented.
Education
Languages
Experience
Quality Assurance Analyst-Intermediate I
Audit cases from different LOB's and provide coaching to agents not meeting monthly target., Complete Excel reports during the first week of the month., Compare monthly reports with the data from other systems., Help with external audit reports., Participate and guide monthly meetings such as calibrations, monthly results and huddles., Create weekly reports., Create weekly tips through Canva and Power Point., Upload the Evaluations in the appropriate system., Upload Coaching's in JIRA., Create RPA automation projects., Generate Looker Dashboards.
Quality Evaluator I
Listened to calls either recorded or side-by-side., Audited chats and emails., Encouraged good practices and discouraged bad ones., Identified calls failing to meet predefined standards and the problem., Created excel reports., Provided feedback to management with areas of improvement., Delivered coaching feedback to agents., Listened to a customer feedback survey., Helped the training department with refreshers., Participated in calibration sessions with the client, CR-Operations and training team in order to align us., Helped the training department with call listening sessions.
Banking Assistant I
Reception duties included inbound and outbound calls., Typed customer information related with foreclosure to retain their balance., Created and printed checks for payment settlements, credit cards, refunds and loans.